Nuuly Avis 

Items were wrinkled and dirty. Had to return for a second time.

I just joined Nuuly and already think their customer support sucks. I made a request twice to change my shipping address for my first order. They replied asking if I would like to reroute the order. Which seems redundant but I said yes, please do. Then they wrote me back again telling me what the delivery date would be and would I like to reroute the order? How many times can I request the same thing over and over? Now something that could have taken only minutes is taking DAYS.

Terrible customer service.

Bad response times. I returned an order on time for a pause to begin and still was charged, and it has taken days to hear back from anyone about this. I have receipts that prove I'm right and they said, "no" with a heart emoji? Unprofessional. How about trying to make the angry customer feel relief that this won't happen every time they attempt to pause their subscription? I've recommended and know many people that began using nuuly based on my suggestion, but that ends now! Also, the price has increased, but the quality has completely dropped. Terrible.

I’ve been renting boxes from Nuuly since Fall 2019 and have had nothing but amazing experiences. Whenever there’s been an issue with an item, they either give me a free item in the next box or offer a refund. Customer service is fast and responsive and kind.

The first 2 months went well, many items were new with tags and I even bought a few things. My box arrived in December filled mostly with items that were old, pilling, unwearable and wrinkled. Most didn't come out of the box so I was shocked when I mailed it back and they now claim items are missing. I disputed, they removed the claim briefly, but I just got a warning from my credit card company. They had tried to charge me 3x over for the same items-the one I did buy got charged again, plus every item that I returned was charged multiple times over. They also charged me for the subscription which I paused. Loved it at first, now I am very disillusioned.

This company USED to be amazing, but after the price increase things changed. They started having issues with their stock - it became super limited and ordering an entire box with items you’d want was challenging. Eventually, I started receiving replacements for items I’d already ordered in every single box because they were out of stock “suddenly”(again, AFTER I’d placed the order). The replacements were never similar and you are not asked, but informed that you were just getting a substitution of their choosing.
I finally deactivated my account when an item I ordered “went out of stock” and was replaced with something else. I immediately notified Nuuly that I was not okay with this, but they proceeded with the order anyway. The same day the label was printed, guess what- the item was back in stock. I reached out to Nuuly and was met with complete indifference. Even though my box had not left their warehouse AND the original item I ordered was in stock, they refused to rectify and were going to intentionally send me the wrong item. If it was the first time and I didn’t need what I ordered for an event, I probably wouldn’t have cancelled, but this is an ongoing issue that the company clearly has no goal to fix. Their staff only responds in copy + paste formatted speech and won’t deviate from the script. Why even have customer service if they don’t do anything to fix said service? I won’t be re-subscribing. There are other rental platforms that don’t have this issue.

Just ordered nuuly only for the month of december since i had so many parties and events to go to. I ordered 6 things. One sweater, one jacket, 4 dresses. The sweater and 2 dresses got substituted into stuff that looked nothing like the stuff I ordered. They refunded me 30 dollars for it, but essentially I was still paying 60 dollars for only one dress I was going to wear since I really didn’t even need the other items (the substitutions just so happened to be the items i actually needed) anyways they offered me bonus items my next order but for 100 dollars for 6 items a month and they can just substitute items whenever you want it’s safe to say i will not be ordering again. isn’t the entire point of a rental service picking out your own items to wear? doesn’t make sense to me. very disappointed.

I wanted to give this service a chance as I was unable to find an item on Rent the Runway for an up-and-coming wedding. This is not recommended. You can only contact them via chat and not a live person. I was requesting for an address change or upgrade as it was not displayed at time of checkout the delivery time. No option to upgrade to the next day. Rent the Runway you can choose the date of the occasion. They were not able to help in any way and directed me to UPS. UPS then stated they could not make any changes to the address and to contact the shipper. It looks like my first delivery will not even arrive in time and there were no helpful solutions or even that much time taken to reply. I'll stick with other services in the future.

Switched back to Rent the Runway. It felt like Rent the Runway's ugly sister. If you are in late teens/early 20s and in your boho Era, this might work for you, but the quality of the clothes was dismal compared to RTR. The shipping took 3-4 days(cutting into your 1 month period), and 80+% of the items I wanted were unavailable. Rent the Runway has more premiumness vs Nuuly.

I've only been using Nuuly for a couple of months, but I've have an overall pleasant experience so far. My first month, shipping was very fast (2 days) and all items were in good condition (one shirt even still had tags on it). This month it seems UPS lost my shipment, and while the rep did take a long time to respond (3+ hours in the chat), she was very fair. She immediately refunded me my payment, which allowed me to 'unlock' a new shipment immediately without being double-charged. She also added a free additional item to my next order. My main complaint is that it does seem misleading that you are paying for a month's rental but have to return items by original shipment date, essentially losing a week of wearability.

I had a terrible experience with Nuuly, I had picked out outfits specifically for a trip which was important as I work in the fashion industry. The same day they were to be delivered, I got an email from Nuuly thanking me for the swift return and the confirmation of my return, they somehow managed to ship out, then ship back my order to them in a week. Afterwards, I had to demand my refund back as all they were originally going to give was $24 off my next order. Disappointed. Only use their services if you have time for major errors and don’t need the clothing for a trip etc. after a few emails, they did kindly refund me and cancel my subscription as requested. Olivia, their rep, was kind and apologetic but it doesn’t change the fact of the inconvenience and oversight on their part.

I've been using nuuly for a year have had a few issues with my nuuly boxes (I'm definitely NOT a fan of the random substitutions policy, items I want are very often sold out, and one time they did say that I didn't return a shirt that I definitely did return) but their customer service team has always been really responsive and accommodating. They refunded me for the item I ensured them I had returned, they always offer a free bonus item on my next box when I get a random substitution, and the shipping is really quick. Overall I think they have a good product and a good team, but could use some more inventory of popular items and maybe some more quality control. I plan on continuing to use!

I received my first nuuly order and everything but 2 items were damaged, ripped, stained with black marks all over, stretched or dirty with deodorant marks and human hairs all over. I ordered these for several important events. When I reached out to customer service they basically gave me 2 options - keep them as is or return them all. Both aren’t good options. If I return them all to get a new box, most items I ordered already sold out so I can’t reorder plus I would also have to risk receiving bad quality again - all while still paying full price and possibly not even receiving in time for the event. The customer service agent was also pretty rude to me when I didn’t understand what she was saying - not sure why because none of this makes sense so of course it took me a minute to understand why they can’t just send me a new box. I can understand mistakes being made but the solutions they offer are just not good. This is my first and last time using nuuly unfortunately. Was so looking forward to this and being a repeat customer. Not worth it

I dropped my nuuly off after cancelling my subscription. Too many poor substitutions / no way to get a replacement if sizing is off / etc.

I was just charged over 550 dollars for product I don’t have because someone at the post office I suppose decided to keep the nuuly I dropped off. I am unable to reach nuuly support. I have not heard back about the matter.

⚠️ Important info to know before signing up for a Nuuly subscription

Nuuly advertises that you get a full month with your rented items — but that’s not actually the case, and it’s very misleading.

They require returns to be made on the same calendar day of the following month that your order was shipped, not the day you receive it. For example, my order shipped on May 9 but didn’t arrive until May 15. Still, Nuuly expects the return by June 9. That means I paid for a month but only got 25 days of actual use — losing almost a full week of time.

When the subscription costs as much as it does, those extra 5–6 days really matter. Nuuly should clearly state that you’re only getting 20–25 days of wear, not a full month. Until then, I’d advise anyone considering this service to proceed with caution.

I really wanted to like Nuuly as they have a large selection of petite size. However, , I have had a few issues with the products I selected being out of stock and was sent something totally outside my style. I have also had clothing arrive unfolded/wrinkled and was so warned that they needed to be taken off circulation.

The worst service ever! I had a subscription and received 2 boxes. First box the company claimed I kept a dress and charged me over $100 for the dress. I did return all. Thought maybe a fluke, second shipment the same exact thing happened, I was again billed for a dress not ordered that they are claiming was not returned. They have a system where they scan in the items upon return. If they are in a hurry or you don't have the sticker bar code on the clothing it just gets billed? Not acceptable. I plan on going to all who will listen to know what a scam this company is!

I think Nuuly is a great service for trying out new clothes via rentals, but BEWARE of purchasing anything through the site. I rented a pair of jeans that were great, and decided I wanted to keep them. They were a pricy pair of jeans and were only marked down 10% off the original purchase price to buy USED, so I assumed they must be new-ish/not worn very many times to retain such a high price point. I wore the jeans a handful of times over the next month, and then one day, they split apart completely at the seams and are unwearable now - clearly, the jeans were more worn down than the price point would lead you to believe, and I reached out to customer service about getting a replacement or exchange since they had fallen apart so soon after buying them over what was clearly a lack of quality inspection on their products that allowed them to be marked as $170 for a half worn down pair of pants. The customer service team was polite, but refused to work through any sort of solution as "all sales are final sale" - I would have received better service just buying them directly through the original retailer, who will often replace faulty products for you.

Overall, fun place to try some new things cheaply, but not a business that you should purchase from, and watch out if you have to deal with their customer service team - they're not helpful.

Had an awful experience with Nuuly. The clothes look old and gross. They don’t even send them to you ironed. The hems were frayed and one item actually had a broken zipper. It was my first time considering renting because it was an URBN company. Never again!

I was charged for an item a month after I returned my order that was IN THE BOX. They did not refund me until I was checking my bank statements and asked them why I had a charge, they stated that it was noted as not being in the box and they “later realized that was an error.” I do not believe this would’ve been corrected if I did not reach out.

They also never have anything available and the quality is very hit or miss, usually miss. I will be cancelling immediately.